Customer Service Quality Analyst

About The Team

As a Customer Service Quality Assurance Analyst, your main responsibility will be to create and enhance the effectiveness of the organization's existing customer service and collections processes. You will conduct quality assurance reviews and assessments to identify potential gaps or weaknesses in these areas. Your role will be crucial in mitigating risks and ensuring a positive user experience and support. Additionally, you will develop and deliver training programs, equipping the team with the necessary skills and knowledge to deliver high-quality customer service and improve collections effectiveness.

Job Description

1. Quality Assurance Reviews: Carry out quality assessments of customer service and collection agents, providing coaching based on the results of these evaluations. Additionally, you will conduct quality checks on Debt Collection Agency (DCA) agents and offer constructive feedback to improve their performance.
2. Reporting and Documentation: Prepare clear and concise reports documenting findings from quality assurance reviews activities. Communicate these findings to relevant stakeholders and provide recommendations for remedial actions.
3. Process Improvement: Collaborate with the CS and collections teams to identify process inefficiencies and propose enhancements to streamline processes.
4. Training and Education: Develop and deliver training programs to new employees in customer service and collections. Maintain training materials, including training manuals, job aids, and multimedia presentations.
5. Industry Trends: Stay up-to-date with industry trends and best practices in quality assurance and training.

Requirements

1. Bachelor's degree in any related field (or equivalent work experience).
2. Knowledge of customer service and/or collections frameworks and systems.
3. Experience in conducting quality assurance reviews or audits within the financial services industry.
4. Excellent analytical skills with the ability to identify patterns, trends, and anomalies in data.
5. Detail-oriented with exceptional documentation and report-writing skills.
6. Strong communication and interpersonal skills to effectively collaborate with stakeholders at all levels.
7. Ability to work independently and prioritize tasks to meet deadlines.